Sams Teach Yourself Microsoft Dynamics CRM 2011 in 24 Hours

Description

• Copyright 2012
• Edition: 1st

• Book
• ISBN-10: 0-672-33537-9
• ISBN-13: 978-0-672-33537-2

In just 24 sessions of one hour or less, you’ll learn how to drive powerful business results with Microsoft Dynamics CRM 2011! Using this book’s straightforward, step-by-step approach, you’ll learn how to orchestrate successful CRM projects, automate processes, create more efficient workflows, optimize sales and marketing campaigns, and integrate with your other systems to do even more. One step at a time, you’ll master new features ranging from the new Ribbon interface to SharePoint integration. Each lesson builds on what you’ve already learned, helping you get the job done fast--and get it done right!

Step-by-step instructions walk you through common tasks.

Quizzes and exercises at the end of each chapter test your knowledge.

By the Way notes present information related to the discussion.

Did You Know? tips offer advice or show you easier ways to perform tasks.

Watch Out! cautions alert you to possible problems and give you advice on how to avoid them.

Learn how to...

• Get a deep jump start on Dynamics CRM
• Grasp what is new in Dynamics CRM 2011
• Bring together all the elements of a successful CRM project
• Understand Microsoft’s roadmap for Dynamics CRM and prepare for the future
• Establish a strong foundation by making the right infrastructure and security choices
• Use Dynamics CRM to manage sales, leads, customer accounts, and marketing
• Efficiently manage your individual contacts and activities
• Take full advantage of email, Word mail merge, Excel and Outlook integration
• Integrate and automate the way you manage contracts, cases, tickets, schedules, and time
• Gain actionable business insights with Dynamics CRM Dashboards and Charts
• Add solutions from the MarketPlace that make Dynamics CRM even more valuable
• Extend Dynamics CRM with programming customizations and unique features

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Sample Content

Sample Pages

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Table of Contents

Introduction     1

Part I: Introduction to the Business Use of Microsoft Dynamics CRM

HOUR 1: What Is Microsoft Dynamics CRM?      3

Overview of CRM and the CRM Industry     3

Department Roles: Different Perspectives     13

Business Applications, Functions, and Fundamentals     17

A Closer Look at Business Processes     17

Capturing Processes     22

Summary: Key Points to Remember     24

HOUR 2: The Basic Vocabulary of CRM Functionality     29

Key Building Blocks     29

Core Entities     30

Other Selected Entities     33

Other Important Components     36

Other Components     38

HOUR 3: Microsoft Dynamics CRM 2011: What's New     43

The New User Interface, Dashboards, and Charts     43

Entity Architecture Areas of Change     47

Small yet Important Enhancements to Dynamics CRM 2011     49

Processes: Workflow and Dialogs     53

Special New Features for the Microsoft CRM Developer     55

HOUR 4: Infrastructure Choices     61

Application Placement: Choices and Implications     61

Tenant Architecture and Its Implications, Including Multitenant Options     64

Microsoft Dynamics CRM Infrastructure Components     65

Asynchronous Services and Microsoft Workflow Foundation     70

Diving into Development     71

Integration Options     72

Big Business Versus Small Business     72

Part II: The Structure of Microsoft Dynamics CRM

HOUR 5: Security     77

How It All Comes Together     81

Business Units     83

Users     85

Security Roles     95

Maintaining Security Roles     98

Sharing Records     105

Teams     109

Field Security     111

HOUR 6: Managing Leads     121

A Little History     121

What Data to Capture and the Import Process     125

Distributing Leads     132

A Deeper Look at Leads     133

From Lead to Account: C

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